Manager, Customer Success – Enterprise

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $104.3k - $175.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Zillow

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2006

🏠 Real Estate

🛍️ eCommerce

👥 B2C

💰 $4.1M Post-IPO Equity on 2012-12

Real Estate • eCommerce • B2C

Zillow is a leading real estate and property rental marketplace that provides comprehensive information on homes, apartments, and properties for sale or rent. It offers users tools to search for properties, calculate mortgage rates, and connect with real estate agents. The platform also features innovative algorithms that provide Zestimates, which are estimated market values of homes. Zillow is a go-to resource for individuals looking to buy, sell, or rent properties, as well as for agents and brokers who want to reach a wider audience.

📋 Description

• Lead a team of Enterprise Customer Success Managers overseeing Zillow’s largest and most complex customer relationships • Develop and coach Senior Customer Success Managers through regular 1:1s, team huddles, and skill development sessions • Review customer interactions and performance data to identify training needs and skill gaps • Foster an accountable culture focused on customer value • Analyze team performance and book-of-business trends for recommendations, forecasting, and resource planning • Drive product adoption, customer activation, retention, and satisfaction while addressing churn risks • Ensure KPI attainment and execute action plans when gaps arise • Collaborate with Sales and internal partners on customer goals and account strategies • Communicate priorities and company initiatives to the team • Champion process and system improvements, manage escalations, and mitigate risks • Build cross-functional relationships with Sales, Operations, Support, Marketing, and Product • Develop expertise in Zillow’s Agent Software and Advertising solutions and coach the team on communicating their value • Monitor industry trends, customer business shifts, and market dynamics • Engage key customer decision-makers and act as executive sponsor for high-value accounts when needed

🎯 Requirements

• 5+ years of experience in Customer Success or a related client-facing role • At least 3 years of people management experience • Proven track record of driving customer outcomes 1:1 and at scale • Success growing, operationalizing, and leading high-performing teams • Experience exceeding goals and driving measurable customer and business results • Industry experience in real estate, mortgages, or online marketplaces strongly preferred • Skilled at building relationships with C-level executives and leading strategic conversations • Detail-oriented and organized, able to manage complex books of business • Able to coach team members to focus on outcomes and outputs • Ability to adapt coaching and leadership style to customer needs and evolving priorities • Ability to lead teams through ambiguity, change, growth, and transformation • Customer Success certifications or coursework are a plus

🏖️ Benefits

• Equity awards • Equal employment opportunity • Disability or special-needs accommodation